Passenger Handling and Facilitation Training Course: Ensuring a Seamless Passenger Journey

In the fast-paced world of aviation, efficient and professional passenger handling is critical to ensuring a positive travel experience and maintaining operational integrity. This training course is specifically designed for airport and airline professionals who are directly involved in the passenger journey, from check-in to boarding and beyond. Participants will gain a comprehensive understanding of the processes and procedures required to facilitate a smooth and stress-free experience for every traveler. The program emphasizes a customer-centric approach, empowering staff to manage diverse passenger needs, resolve issues with confidence, and uphold the highest standards of service.

This program goes beyond the technical aspects of passenger handling, focusing on the crucial human element and the importance of communication and empathy. Through a combination of expert-led instruction, interactive workshops, and realistic simulations, you will learn to manage queues, handle difficult situations, and provide assistance to passengers with special needs. By the end of this course, you will be equipped to handle any passenger-related challenge with professionalism and skill, ensuring that your organization delivers a world-class experience and a reputation for excellence.

Target Audience

  • Airline Customer Service Agents
  • Ground Handling and Ramp Staff
  • Airport Operations and Management
  • Security Screening Personnel
  • Ticket and Check-in Counter Staff
  • Gate Agents and Boarding Staff
  • Public Relations and Communications Personnel
  • Anyone involved in the passenger-facing journey

Duration

5 days

Course Objectives

Upon completion of this course, participants will be able to:

  • Understand the complete passenger journey and the role of each touchpoint.
  • Implement effective strategies for check-in, baggage handling, and boarding.
  • Manage and resolve passenger issues and complaints with confidence.
  • Provide professional and empathetic service to passengers with special needs.
  • Utilize technology to enhance the passenger experience and streamline processes.
  • Understand regulatory requirements for passenger and baggage handling.
  • Communicate effectively and professionally in all interactions.
  • Contribute to a customer-centric culture within their organization.

Course Content

Module 1: Introduction to Passenger Handling

  • The importance of passenger handling in the aviation ecosystem
  • The complete passenger journey from arrival to departure
  • The relationship between passenger handling and customer satisfaction
  • Overview of international standards and best practices
  • Case studies of effective and ineffective passenger handling

Module 2: Check-in and Documentation

  • The check-in process: traditional vs. self-service
  • Verifying travel documents and passenger identity
  • Procedures for handling different types of tickets and itineraries
  • The importance of accurate data entry and record-keeping
  • Handling last-minute changes and flight irregularities

Module 3: Baggage Handling and Claiming

  • The baggage handling process from check-in to aircraft loading
  • Procedures for oversized, fragile, and special baggage
  • Managing baggage fees and weight restrictions
  • The process for handling delayed, damaged, and lost baggage
  • The use of baggage tags and tracking systems

Module 4: Boarding and Gate Operations

  • The boarding process: from pre-boarding to final call
  • Boarding procedures for different aircraft types and routes
  • The importance of clear and concise boarding announcements
  • Handling boarding pass issues and seat assignments
  • Managing the boarding queue and ensuring a smooth flow

Module 5: Passengers with Special Needs

  • Providing assistance to passengers with reduced mobility (PRM)
  • Handling unaccompanied minors and their unique needs
  • Procedures for pregnant passengers and passengers with medical conditions
  • The importance of empathy, patience, and professional discretion
  • Regulatory requirements for assisting passengers with disabilities

Module 6: Irregular Operations and Disruptions

  • Procedures for flight delays, cancellations, and diversions
  • Communicating effectively with passengers during disruptions
  • The importance of providing accurate and timely information
  • Managing passenger re-routing and hotel accommodation
  • The role of customer compensation and care

Module 7: Technology in Passenger Facilitation

  • The use of self-service kiosks and mobile applications
  • Biometrics and automated processes for a seamless journey
  • Real-time flight information systems and digital signage
  • Social media and digital communication with passengers
  • The integration of technology with the human touch

Module 8: Communication and Customer Service Skills

  • Techniques for effective verbal and non-verbal communication
  • Active listening and empathy in passenger interactions
  • Strategies for de-escalating tense situations
  • The importance of a positive and professional attitude
  • Cross-cultural communication and diversity awareness

Module 9: Security and Safety

  • The role of passenger handling staff in maintaining security
  • Procedures for dealing with suspicious behavior or unattended items
  • The importance of adhering to all security protocols
  • Emergency evacuation procedures and passenger assistance
  • The role of passenger handling in ensuring a safe flight

Module 10: Practical Application and Assessment

  • Role-playing exercises for various passenger scenarios
  • Group workshop: developing a plan to manage a flight delay
  • Case study analysis of real-world passenger handling challenges
  • Final examination and review of key principles
  • Developing a personal action plan for improving passenger handling skills

CERTIFICATION

  • Upon successful completion of this training, participants will be issued with Macskills Training and Development Institute Certificate

TRAINING VENUE

  • Training will be held at Macskills Training Centre. We also tailor make the training upon request at different locations across the world.

AIRPORT PICK UP AND ACCOMMODATION

  • Airport Pick Up is provided by the institute. Accommodation is arranged upon request

TERMS OF PAYMENT

Payment should be made to Macskills Development Institute bank account before the start of the training and receipts sent to info@macskillsdevelopment.com

For More Details call: +254-114-087-180

 

Passenger Handling And Facilitation Training Course: Ensuring A Seamless Passenger Journey in Switzerland
Dates Fees Location Action